Supervisor of Utility Billing & Collections

Job Description

GENERAL DEFINITION OF WORK:

This position is responsible for overseeing and coordinating all aspects of utility billing and collections operations, requiring a comprehensive and detailed understanding of customer service practices within a utility environment. The role ensures the effective management of workflow for billing and collections representatives while providing direct oversight of specialized functions such as bankruptcy processing, write-offs, and in-house collections. The Supervisor serves as a key liaison between internal departments and external partners, including the City of Kissimmee Public Works Department, to ensure seamless operational coordination. Full supervisory responsibility for assigned personnel is required, including leadership, guidance, and accountability. The position reports directly to the Manager of Customer Service, Billing & Collections.

TYPICAL TASKS:

The Supervisor is responsible for managing team performance through goal setting, continuous coaching, formal performance evaluations, and the consistent tracking of employee productivity and accuracy, including administering corrective action when necessary. The role provides leadership in delivering timely, accurate, and customer-focused billing and collections services, ensuring operational excellence across both functions. Oversight includes monitoring delinquent account management processes to ensure timely collection efforts, efficient service order dispatch, and effective communication with field operations. The Supervisor also directs the administration of bankruptcy cases, bad debt write-offs, and in-house collection activities, ensuring compliance with all applicable regulations and internal standards.

This position plays a critical role in ensuring the timely processing and recovery of delinquent accounts, including coordinating referrals to third-party collection agencies when appropriate. The Supervisor collaborates with both internal stakeholders and customers to resolve complex billing and collection issues, applying sound judgment and a customer-centric approach. Additionally, the role emphasizes the importance of maintaining strong, proactive collection strategies to support revenue recovery objectives.

The Supervisor is responsible for performing account adjustments as needed, as well as onboarding and training new employees using established Standard Operating Procedures for Billing and Collections. Ongoing staff development is a key component of the role, including organizing cross-training initiatives, coordinating internal and external training opportunities, and ensuring team members remain informed of operational updates and organizational changes. The position also involves evaluating current processes and recommending improvements to enhance efficiency, accuracy, and overall service delivery. Any operational challenges or risks impacting team performance or service levels are escalated to the Manager of Customer Service, Billing & Collections, along with recommended solutions. Additional duties may be assigned as needed to support departmental objectives.

KNOWLEDGE, SKILLS AND ABILITIES:

The role requires an extensive understanding of utility operations, particularly in customer service, billing, and collections practices, along with advanced knowledge of revenue recovery processes, including bankruptcy management, write-offs, and in-house collections. A strong working knowledge of delinquent account management is essential, including coordination of service orders, communication with field personnel, and execution of collection workflows. The ability to organize, prioritize and follow through on multiple assignments is critical to success in this position.

The Supervisor must demonstrate strong technical proficiency, including the use of personal computers and Microsoft Office applications, as well as a general understanding of utility distribution systems and operations. Proficiency in the organization’s Customer Information System is essential. Effective problem- solving skills and sound decision-making abilities are essential, particularly in high-pressure or time-sensitive situations. The role requires excellent verbal and written communication skills, along with exceptional interpersonal abilities to lead, motivate, and manage a team across multiple functional areas.

The position demands a high level of emotional intelligence, including the ability to interact with customers and employees with professionalism, tact and sensitivity. The Supervisor must be adaptable, able to respond quickly to changing priorities, and capable of managing multiple workflows simultaneously while maintaining accuracy and efficiency. Building strong, collaborative working relationships across departments is essential, as is the ability to address and resolve team-related issues effectively. A strong sense of urgency, accountability and commitment to results is expected in all aspects of the role. Ability to perform light physical activity, including lifting and displacing up to 20 pounds.

EDUCATION AND EXPERIENCE:

A high school diploma or GED is required. Bachelor’s degree from an accredited institution preferred. A minimum of five (5) years of customer service experience, preferably within utility billing and collections and in an electric utility environment. Supervisory experience is highly desirable. Any equivalent combination of education, training, and relevant experience.

SPECIAL REQUIREMENTS:

Must possess a valid Florida driver’s license.